Resolve complaints with chatbots and develop responses considering generational characteristics

Kyungil University (President Hyun Tae Chung) announced that along with Korean artificial intelligence company Conan Technology (CEO Young-seom Kim), it will build an intelligent chatbot system that provides counseling services through a chat program regardless of time and place.

Chatbot is a compound word of chat and robot, a technology that allows users to communicate with AI computers in real time and receive information and services.

The AI chatbot system at Kyungil University is a comprehensive customer service including one-to-one personal service. It is the first among local colleges to provide complaint service to students, graduates, and faculty using intelligent chatbot technology. The service will be provided in the pilot form starting December, when the budget of about 100 million won is invested, and official service will begin in January next year. Services to be provided through chatbots cover all areas of academics and administration. When students enter any questions regarding academic administration, such as leave of absence, return to school, scholarship, registration, academics, and military service, the AI ​​chatbot will answer 24 hours regardless of time and place.

Conan Technology, which is in charge of building the system, will apply Natural Language Processing (NLP), a core competency to approach students who are the main users in an interactive way. Through Natural Language Understanding (NLU) the AI chatbot understands the question the user inputs into the chatbot dialog and generates an answer based on Natural Language Generation (NLG).

Conan Technology possesses unique capability in processing Korean and natural language through more than 5.5 million morphological dictionaries accumulated over 20 years and utilizes this to collect, analyze, and process Kyungil University's homepage data and online complaint data for more satisfactory quality, answering the questions. In addition, the technology is going to reflect the speech and requirements that are appropriate for the characteristics of millennials generation through intuitive and sensory UI / UX planning.

President Hyun Tae Chung said, “The chatbot system is designed to make it easier for students, graduates, and staff to access the school administration services and receive the necessary information and services anytime, anywhere. We will upgrade one step further and become a leading university in information technology.”